In the early 1970s, computerization arrived for hotels in Hawaii where I began my career. For those of us who remember the earlier days before computers, business was conducted with numerous forms, paper, carbon paper, or carbon-less paper, pens, pencils, and lots of erasers. I can remember the days when room inventory was kept on a “master chart” with 12 sheets of paper, one for each individual month. Sections of the chart were erased so many times that the paper had worn thin and eventually became a hole that had to be patched. When a guest checked in at the front desk, the registration Form included 6 pages with carbon or carbonless paper to create copies for various departments (1 for the front desk rack, 1 for housekeeping, 1 for F/B, 1 for room service, 1 for concierge, and 1 for reservations).
Then came the big evolution of technology. A leading computer company invented and developed a powerful “mini” computer that could help with all the reservations, record keeping, and processes. They partnered with a software company and developed programs specifically for hotels to run on this computer. It was remarkable and a total revolution for hotels. With this invention, the master chart was retired, check-in was no longer filling out a form in 6 copies, and carbon or carbonless paper vanished overnight. All operating departments were connected, and information was available in real-time and instantaneously.
The good news is the computer streamlined much of the repetitive work to handle information, keep records, and manage a hotel. However, there was a slip to service. In the pen and paper days, when a guest checked in, the front desk clerk looked up, smiled, and with great courtesy and grace, addressed the guest by name. A guest would be greeted by “Welcome Mr. Smith, Thank you for choosing our hotel for your visit, we are anxious to be of service.” The warm, sincere smile was everything to the traveler after a long and tiring flight. His first contact with the hotel staff was pleasant and soothing. Throughout the check-in process, he felt important and comfortable that he has arrived at his home away from home.
When the computer arrived and “CRT” (do you remember this) screens were installed at the front desk, the focus became the screen, and keyboard while the guest became secondary at best. The guest used to see a bright, shiny smile with eye contact and conversation. All of a sudden, all he saw was the forehead of the staff while they looked down and diligently punched the keys of the keyboard. The warm smile became a cool forehead. The main focus for the clerk was now the computer and not the guest.
The computer is here to stay, as today, no one can operate without it anymore. Think about the last time your computer was down and all business came to a standstill. While the computer is vital in handling information for processing, we must never forget about the guest and the importance of the service we provide to them. Let the computer do what it was designed to do. It can save us time so that we can provide better service to our guests. We owe them a gracious smile, attention, and courteous attitude. Look up at the guest all the time.
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